{"id":1452865,"url":"https://alion.io/job/acsa-membership-experience-operations-director","title":"Membership Experience & Operations Director","company":{"id":1894192,"name":"ACSA","domain":"acsa.org","url":"https://alion.io/company/acsa-org","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sacramento, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":124700,"max":129000,"currency":"USD","period":"year","gross":null,"usd_annual":129000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-22T00:28:23Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-23T11:33:13Z","board_verified":true,"closed_at":null,"days_open":93,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":93},"description":"Description\nPOSITION SUMMARY\nThe Director of Membership Experience and Operations provides operational leadership for ACSA’s end-to-end membership lifecycle and member support experience. This role oversees membership operations, customer service delivery, workflow optimization, data integrity, and continuous improvement for a statewide professional association serving approximately 18,000 members. The Director serves as a hands-on leader, partnering directly with staff, members, and internal stakeholders to resolve issues, improve processes, and ensure membership services are delivered accurately, efficiently, and with a high level of professionalism.\nSUPERVISION RECEIVED AND EXERCISED\nReports to the Deputy Executive Director. Methods of performing tasks are left to the discretion and judgement\nof the employee with occasional guidance from manager. Responsible for leading membership processing team.\nKEY LEADERSHIP RESPONSIBILITIES\nFoster a collaborative, accountable, and service-oriented team culture through active coaching, mentoring, communication, and employee development.\nLead the operational performance of the full membership lifecycle, including onboarding, renewals, dues administration, reinstatements, eligibility interpretation, and exception handling\nEnsure strong data stewardship, payment integrity, audit readiness, and operational compliance\nDevelop and maintain SOPs, service protocols, internal controls, and training resources\nOversee membership-related customer service operations, including ticket/case management workflows, escalation processes, response quality, and service-level expectations.\nBuild and sustain a member-centered service culture focused on responsiveness, consistency, professionalism, and issue resolution\nMonitor dashboards, backlog trends, workflow bottlenecks, and operational metrics; implement corrective action as needed\nLead continuous improvement initiatives that streamline workflows, reduce manual workarounds, improve accuracy, and enhance member experience\nBuild strong working relationships across the organization and demonstrate professionalism, emotional intelligence, and sound judgement when navigating operational challenges and member concerns. \nServe as business lead for membership operational systems; partner with Finance, IT and Data Teams, vendors, and internal stakeholders on enhancements, testing, and issue resolution\nPartner with leadership to identify recurring member pain points and recommend improvements\nDevelop and manage departmental budgets, priorities, and resource planning\nSupport assigned committees, councils, or organizational initiatives as needed\nPerform other duties as assigned. \nMINIMUM QUALIFICATIONS\nKnowledge, Skills & Competencies:\nDemonstrated ability to lead, motivate, and develop employees through coaching, feedback, and relationship-building\nOperational leadership and workflow optimization\nCustomer service excellence and service delivery management\nCustomer Relationship Management/Association Management Software (AMS) platforms (Microsoft Dynamics 365 or similar strongly preferred)\nTicketing/case management platforms and service operations workflows\nDashboard literacy and operational performance analysis\nProcess documentation and internal controls\nData stewardship and quality assurance\nBudget oversight and project management\nStrong communication, judgment, and problem-solving\nChange leadership, coaching, and team development\nStrong interpersonal skills with the ability to build trust, navigate difficult conversations, and work effectively with diverse personalities and constituents.\nHigh degree of emotional intelligence, professionalism, diplomacy, and customer-service orientation. \nEducation & Experience:\nBachelor’s degree in business administration, nonprofit management, operations, public administration, or related field preferred; equivalent experience considered\n7+ years of progressively responsible leadership experience in membership operations, customer service operations, association management, or related business operations, including direct supervision and development of employees.\nDemonstrated success leading operational teams through change, process improvement, workload management, and service delivery challenges.\nExperience managing customer service workflows, ticketing systems, or member support operations.\nExperience partnering cross-functionally with finance, technology, operations, and service teams\nWORKING CONDITIONS\nExtended periods of computer-based work\nOccasional lifting or movement of materials up to 25 pounds.\nPeriodic travel, including occasional overnight travel.\nSalary Description\n$124,700.00 - $129,000.00","description_format":"text","description_chars":4690,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Professional Services","E-learning"],"lifecycle":[{"event":"open","at":"2026-09-29T08:11:48Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.359,"p_room":0.28,"age_days":93,"expected_fill_days":27,"reasons":["conf:7","win:tail","crowd:"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":129000,"is_top_pay":false},"html_url":"https://alion.io/job/acsa-membership-experience-operations-director","json_url":"https://alion.io/job/acsa-membership-experience-operations-director.json","meta":{"generated_at":"2026-10-23T11:46:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":17839,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1894192},"rest":"https://alion.io/mcp/rest/get_company?id=1894192"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Facsa-membership-experience-operations-director"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Facsa-membership-experience-operations-director"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Facsa-membership-experience-operations-director"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/acsa-membership-experience-operations-director\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Facsa-membership-experience-operations-director"}]}